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ERROR DEF01 - Unable to register

Joining in

Hi, I have recently purchased broadband from Virgin and just received my Hub 3. I plugged it in and it is now setup (as it’s showing the stable white light - no flashing lights) but I CANNOT access internet as the WiFi has NO Internet access.

I tried to log in to the app and online but I don’t have a registered Virgin Media account and the website AND app will not let me register for an account. Every time i try, the DEF01 error comes up. I need URGENT help with this issue, PLEASE get back to me ASAP. Thankyou!


Forum Team
Forum Team

Hi hezaifatariq, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community.

I'm sorry to hear you're having an issue with creating a My VM account and getting your broadband working. 

For the connection, you do need to ensure you've activated things with us. To do this, once you've set everything up, give the team a call on 0800 953 9500. They will activate things this end to allow the connection at yours. 

In terms of the My VM account, we're aware that a small minority of people are having an issue with this and so we are happy to look further into things for you.

To allow us to do this, we will need to confirm some information with you so I have popped you a private message.  Just click on the little plum envelope at the top right-hand side of the page to access your inbox.


Forum Team

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